Case Study: Taylor & Hart achieves 70% increase in monthly revenue with Geckoboard

How Taylor & Hart Used NPS to Increase Monthly Revenue by 70%

Taylor & Hart is a London-based luxury online retailer of bespoke engagement and wedding rings that pairs each customer with a personal design consultant. While expanding into the US through Techstars, the team faced a major challenge: US conversion rates were just 5% versus 20% in the UK, and they needed a measurable way to protect their high-touch customer experience as they scaled.

They implemented live TV dashboards and made Net Promoter Score (NPS) their One Metric That Matters, tracking sentiment both after purchase and on delivery. With the whole team aligned around NPS and conversion cohorts, service NPS rose from 74 to 80 (product 84), referrals moved toward their 30% target, and monthly revenue increased by 70%. Conversion-rate tracking and NPS remain core health metrics as they scale.

Taylor & Hart

Nikolay Piriankov

Co-Founder and Chief Executive Officer